Position: Business Development Support Executive
Location: Singapore
Areas of Specialization: Business Development
Educational Qualification: Diploma/Bachelor’s degree or equivalent
Experience: Provide support to the BDV team in responding to RFPs/ RFX/ Tenders, including creation of quotations, order entry, coordinate with regional offices in India & USA for technical, IT & project related inputs. Use CRM system to maintain and report client/prospect data, and to continuously evaluate progress within the client group against pipeline. Establish active communication and engagement with all other departments. Providing management with account updates and sales forecasts. Ensure clear communication, including all documents and presentations. Prepare content for internal periodic business reviews in a timely manner. Timely collation and submissions of RFP/ RFX & tenders. Develop target customer list, qualification process and analysis, and capture planning.
Position: Technical Support Executive
Location: Singapore
Areas of Specialization: Technical Support
Educational Qualification: Diploma/Bachelor’s degree in Computer Science or equivalent.
Other Desirable Qualifications: Minimum 1 to 2 years’ experience in the Technical Call Centres/ BPO. ITIL Certification from reputable institutions is preferable. Proficiency in English language (spoken & written) is a must. Knowledge of Mandarin and Malay will be an added advantage. Adequate knowledge of Aviation infotech products & markets. Basic knowledge of infotech subjects such as; hardware, software, programming, database, networking, etc. Pleasant personality and professional communication. Excellent interpersonal and customer relations skills. Ability to work in rotational shifts.
Experience: Answer & record all technical support calls received through telephone email, chat, Technical Support Portal (TSP) or any other forms of communication from clients regarding Company’s applications software products and services. Response to technical support calls shall be in strict adherence with Company’s policies and SOPs, and within each individual clients’ First Response Time (FRT) indicated as per Service Level Agreements (SLAs). Interact with clients to record the incidents (bugs/defects) service requests, etc., accurately and unambiguously in the TSP. Issue a service ticket number to clients and ensure that the incident is recorded and tracked in the TSP. Use the diagnostic and troubleshooting processes or tools to identify the follow up actions and disseminate accordingly as per escalation matrix. Collaborates with technical team members to analyze and resolve clients’ issues and incidents. Generate reports periodically to track & monitor the service tickets status to ensure issues are resolved as per SLAs. Notify/report any impending SLAs violations to Line Manager – Technical Support promptly. Continuously update knowledge and understanding of aviation subjects, associated infotech trends and Company’s portfolios of products and solutions. Performs any other duties as assigned by the Management.